Vice President of Customer Operations

2 weeks ago


Raleigh, North Carolina, United States JDXpert Full time

At JDXpert, we are on a mission to redefine how organizations manage job descriptions. We deliver a fantastic product and are an experienced and enthusiastic team dedicated to helping our clients become job description Xperts Our groundbreaking job information and description management solution is highly configurable, extremely powerful, and can accommodate even the largest and most intricate organizations.
We are passionate about what we do, the product we sell, and the customers we serve. If you're looking for an opportunity to join a team that values collaboration, innovation, and integrity, we're the right company.
JDXpert is looking for YOU
As our VP of Customer Operations, you'll be pivotal in shaping the company's operational strategy, ensuring efficient, effective, and scalable operations. Reporting directly to the CEO, you will be responsible for developing and implementing a comprehensive operational strategy aligned with the company's mission and objectives. You will serve as the strategic and operational leader of the Onboarding, Professional Services (Solutions), and Customer Support teams. You will continuously evaluate and improve processes to adapt to market trends and growth opportunities. You will lead, manage, and empower the customer operations function to meet and exceed business delivery.
What you'll do:

  • Set an example as a hands-on leader of a team of Managers responsible for the following functions: Onboarding, Professional Services (Solutions), and Customer Support
  • Develop and refine our operational processes, strategies, metrics, and establish comprehensive reporting related to the aforementioned functions
  • Develop and optimize consistent, repeatable, and measurable product implementation and adoption. This role will bring efficiency and accountability to our operational functions
  • Improve and maintain overall customer experience and satisfaction related to Onboarding, Professional Services, and Customer Support (Time to Implement, NPS, CSAT, Retention, etc.)
  • Drive accountability amongst the team to ensure quality service and operational performance within the parameters of program and delivery standards.
  • Partner with the CEO to design and implement business strategies that drive operational and financial efficiency
  • Work closely with other department leaders (mainly the CRO and Manager of Customer Success) to collaborate on policies and procedures that enhance the customer experience and retention
  • Foster an engaging, fun, collaborative, and performance-driven work environment

What you'll need to have:

  • 5+years leading Customer Operations or Customer Success functions at a high-growth B2B SaaS software business, preferably one with sophisticated investor backing (Private Equity, etc.)
  • Proven track record of strong results owning in part, but not limited to, customer onboarding, product implementation, professional services, and/or customer support
  • Proven success working with a highly configurable software platform, paired with navigating enterprise-level customers through complex product implementation processes.
  • Ability to quickly analyze, synthesize, understand, and subsequently improve operational processes.
  • Bachelor's degree or equivalent experience in Business Administration, Computer Science, Software Engineering, or related discipline


What will help you stand out as a candidate:

  • Proven record of leading a Customer Operations or Customer Success team through a period of strategic and operational improvement/innovation
  • Experience working with large bureaucratic customers (Fortune 1,000) and a proven ability to marshal these customers through the decision-making process and software implementation
  • Experience working in B2B HR Technology with large enterprise customers, specifically working with CHRO, Talent Acquisition, Talent Compliance, and/or Compensation departments
  • Deep technical knowledge and experience as a key partner in strategic planning for a growing B2B software business
  • Strong bias toward action
  • Ability to solve problems autonomously
  • Excellent interpersonal and communication skills
  • Ability to empower and motivate employees while holding them accountable to desired outcomes/results

JDXpert is currently operating on a hybrid-remote model with both in-office and remote work. This position is based in Raleigh, NC and the VP of Customer Success is expected to have a visible presence across the organization.
This role reports to our Chief Executive Officer.
Salary Range: $200,000 base salary, + performance-based bonus; meaningful equity offering.



  • Raleigh, North Carolina, United States Vaco Full time

    Vice President TreasurerWe are partnering with a manufacturing company who is looking for a highly motivated, detail-oriented Vice President Treasurer to join their executive team This individual will function as a key leader on the treasury team responsible for the intricate management of the company's financial assets, debt arrangements, and liquidity...


  • Raleigh, North Carolina, United States Relay Full time

    Relay, a Raleigh-based tech startup, is poised to revolutionize communication by empowering frontline workers. Our mission is both meaningful and ambitious. We recognize that frontline workers are the backbone of our economy, and we are committed to creating a device and cloud platform that enhances their efficiency, safety, and overall experience. Our...


  • Raleigh, North Carolina, United States Butterfly Staffing Full time

    Butterfly Staffing is seeking an Office Director to join a premier engineering and design consulting firm in Raleigh, NC, for this Direct Hire opportunity. In this pivotal role, you will be responsible for driving the growth and profitability of the office and divisions under your leadership. As a key member of the leadership team, you'll collaborate with...


  • Raleigh, North Carolina, United States Kelaca Full time

    Kelaca is looking for a Commercial Loan Portfolio Manager for our client in Raleigh, NC. They will assist the Bank's Market Presidents and/or Commercial Bankers by completing activities to help monitor the existing loan portfolio, analyze new lending opportunities, and close loans in accordance with established lending objectives, policies, and procedures....


  • Raleigh, North Carolina, United States Royal Bank of Canada Full time

    Job SummaryHandles escalated or large payment delinquencies. Contacts customers to determine reason for payment delinquency and obtain payment commitment. Applies experience and seasoned knowledge, skills, and practices to perform a variety of assignments.Job DescriptionWhat is the Opportunity?RBC Bank Mortgage Servicing and Default operations teams support...


  • Raleigh, North Carolina, United States City of Raleigh North Carolina Full time

    Job Description Every day, City of Raleigh employees are working behind the scenes in critical functions that serve our community. The team at Raleigh Water help make us a world-class leader in sustainable water and wastewater service delivery. In fact, the city of Raleigh has the safest drinking water in the country. Raleigh Water's mission is to provide...

  • Customer Service Rep

    24 hours ago


    Raleigh, North Carolina, United States General Dynamics Information Technology Full time

    Req ID: RQ175297Type of Requisition: RegularClearance Level Must Be Able to Obtain: NoneJob Family: Customer ServiceSkills:Customer Service,Data Entry,Time ManagementExperience:1 + years of related experienceJob Description:Customer Service Specialist IICustomer Service Specialist IISeize your opportunity to make a personal impact as a Customer Service...


  • Raleigh, North Carolina, United States GRAIL, LLC Full time

    Join our dynamic team in our mission to enhance lives through active listening, innovative solutions, and crafting unparalleled customer journeys. As a Customer Service Coordinator (CSC), working specifically within the Accounts Team, at GRAIL you will serve as the primary operator to enter new provider information into GRAIL's customer relationship...


  • Raleigh, North Carolina, United States Royal Bank of Canada Full time

    Job SummaryRBC Advisory and Oversight teams are responsible for providing independent and objective oversight of the management of Operational Risks which are risks arising from processes, people, systems or external events. Working with the Senior Director, CUSO Operational Risk Strategy & Regulatory Readiness and the Director, Operational Risk Advisory and...


  • Raleigh, North Carolina, United States Relay Full time

    Relay is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software based communication solution for the active workforce. We are currently seeking a Customer Success Coordinator that will thrive in a scrappy start-up environment where...


  • Raleigh, North Carolina, United States Royal Bank of Canada Full time

    Job SummaryThe Senior Manager, Operational Risk Strategy and Regulatory Readiness will assist in leading the Operational Risk integration strategy and portfolio of work supporting the enhancement of the Combined US Operations (CUSO) Operational Risk governance structure. This role will coordinate US planning and execution of regulatory exams, coordinate...


  • Raleigh, North Carolina, United States JT International S.A. Full time

    We're JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you're free to choose. In fact, we've spent the last 20 years innovating, creating new and better products for our consumers to choose from. It's how we've grown to be present in 130 countries.But our business isn't just business. Our business...

  • Operations Analyst

    1 day ago


    Raleigh, North Carolina, United States Hitachi Careers Full time

    Description General Information:Hitachi Energy is seeking for a Operations Analyst for its Remote Raleigh 901, NC LocationYour Responsibility:Perform, coordinate and monitor a variety of administrative support functions. Recommend measures to achieve operating efficiencies and ensure customer satisfaction.Living Hitachi Energy's core values of safety and...


  • Raleigh, North Carolina, United States Beacon Building Products Full time

    Commercial Sales Director,South DivisionWe are currently seeking a Commercial Sales Director for Beacon's South Division. This position will report to the President, South Division. Position DescriptionThe Commercial Sales Director will partner with the Division President, Regional Low Slope Leaders, Commercial SVP, Category Managers, Supply team and our...


  • Raleigh, North Carolina, United States Jaguar Bolera Full time

    Benefits:Collaborative CultureInnovative EnvironmentBonus based on performanceCompetitive salaryDental insuranceEmployee discountsHealth insuranceOpportunity for advancementPaid time offTraining & developmentVision insuranceWellness resourcesJaguar Bolera is the perfect culmination of tradition and innovation, an inspired collaboration between culinary...


  • Raleigh, North Carolina, United States Iron Mountain Full time

    At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.We provide expert, sustainable...


  • Raleigh, North Carolina, United States Iron Mountain Full time

    At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.We provide expert, sustainable...


  • Raleigh, North Carolina, United States STORM, Inc Full time

    Benefits:Bonus based on performanceHealth insuranceTraining & developmentBenefits/PerksCompetitive PayProfessional DevelopmentJob Stability in a growing industryJob Description We are seeking a professional and personable Customer Service Representative to join our team. In this role, you will be responsible for ensuring that each customer has a positive...


  • Raleigh, North Carolina, United States teamworkonline Full time

    Who We Are:On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and...


  • Raleigh, North Carolina, United States Kelaca Full time

    Company Overview:Kelaca is "Redefining the Recruiting Experience". We believe the Staffing & Recruiting industry has an earned negative reputation resulting from a commodity-based approach to relationships with their clients & candidates. We believe their experiences should & can be better. Kelaca is a full-service Talent Acquisition & Advisory company that...